[쿠팡] CS 정책 운영관리 담당자 (경력 2년 이상)
Core
Manage 3P (Seller, Platform, Customer) services to improve customer satisfaction scores (CSAT) and Voice of Customer (VOC) analysis, resolving escalated disputes between customers and sellers.
Role type
Senior Customer Success Policy Operations Specialist
Builds
Customer experience improvements, dispute resolution guidelines, and service SOPs for the marketplace
Domain
E-commerce / Customer Support
Deliverable
product features
Required skills
E-commerce experience, customer-centric mindset, process improvement, requirement writing, effect analysis
Preferred skills
Business-level English communication, data analysis, Power BI, Excel
Responsibilities
Manage Field Escalation Management (FEM) tickets to identify and resolve issues; Analyze customer VOC to enhance customer experience; Maintain knowledge management for consistent and rapid inquiry resolution; Review CS policies to establish and update SOPs; Write requirements and analyze effectiveness for program leadership